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What Makes a Successful Customer Experience Leader?


I’ve been so fortunate to work with some really great people. Many of these were clients who were charged with leading customer experience change within large companies. There are so many challenges in these positions.

Measuring Customer Loyalty Shouldn’t Be Difficult


Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need.

Building a Strategic CX Roadmap, Part 1: The Bad News


I’m still on a high from the 2017 CXFusion Conference in Las Vegas. I taught a workshop on strategic roadmapping using our free CX Assessment to a group of eager CX professionals.

A United Airlines Post Mortem Discussion, With Diane Magers – CB48

Customer Bliss

Episode Overview. The United Airlines incident is eventually going to fade from public consciousness, but I wanted to try and address it a few times. As we all know, customer experience happens in the real world — it’s companies and organizations interacting with their customers.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

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One is Not Always the Loneliest Number


Whenever I’m around my parents and mention accomplishing some task on my own, my mother will typically smirk and remind me of something I (apparently) used to constantly say as a child—“Dougie do it! Dougie do it!” Yes, apparently I yearned for my freedom and autonomy from a very young age.


How to Track Customer Effort for Every Transaction


This is a guest post by our friends over at Nicereply. Viktor Magic will walk you through how to run a customer effort questionnaire and why it’s important to track CES after every transaction. Dealing with your business shouldn’t be hard work.

It’s Time to Be Honest About the People in Your Experience


It’s all about your people. And it’s also about…your people. Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference.

This Is Why Beyoncé Is The World's Best Customer Success Manager


Over the course of my career, I’ve interviewed hundreds, if not thousands of people. In my time as a recruiter, I would interview at least twenty people a month. For the most part, my interview strategy and questions have remained fairly consistent.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

Do you have Service Experts Available to Your Customers?

Wired and Dangerous

A quick trip to any museum not only provides an interesting picture of yesteryear, it reveals an instructive barometer on the ways we have changed. What would go in a Service Museum and what would it tell us about the ways customers have changed?

The Value of Human Touch in a World of Automation


The age of automation is going to be the age of do it yourself.” — Marshall McLuhan, 1964 I recently had the pleasure of delivering the closing keynote at CXFusion 2017. I spoke to conference attendees about the importance of human touch in an automated world.

How to make NPS and Customer Experience Surveys More Useful


There are many ways to measure the effect of your customer experience efforts. Both Net Promoter Score® (NPS) and customer experience surveys are useful ways to understand how your customers feel about you. But is there a way to get even more value out of these surveys?

Will omnichannel someday die out because of Big Data?

Customer Bliss

After a few days and posts covering the United Airlines incident, I want to briefly turn attention to omnichannel. You probably know what omnichannel means, but a quick definition is always helpful. It refers to the various touch points by which a business/organization can reach a customer.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

Inside Customer Success: Loopio


Since 2014, Loopio has been helping hundreds of companies win more business by supercharging their response process for RFPs, RFIs, and Security Questionnaires.

ResponseTek CEO Syed Hasan moderates Vancouver Entrepreneur Forum’s Panel on Customer Experience


It was a night of energetic discussion on the merits and importance of customer experience in Vancouver on Tuesday night. Hosted by the Vancouver Entrepreneur Forum and moderated by Syed Hasan, CEO of Responsetek, the panel consisted of local business leaders and CX practitioners: James Thomas – CMO, Allocadia. Matt Dion – CEO, Shevy Levy – CEO, Lambda Learning Solutions Maura Rodgers – Serial Entrepreneur.

Lack of Common Sense: Continuing to Destroy Customer Experiences Around the World!


In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense.

It’s a Little Thing… But It Makes a Difference


Every week I stay at different hotels around the world as I travel for my speaking engagements. And, every morning I get up in these hotels and take a shower. I reach in to turn the knob for the water, which is usually a few feet below the showerhead.

Are Your Technology Decisions Killing Your Customer Experience?

Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line.

How To Lie Effectively!

Beyond Philosophy

Lying is a rotten thing to do. However, the more you do it, the less rotten it seems. Or at least that’s what a recent study about lying revealed.

Study 22

Customer Experience in action through Artificial Intelligence


Date: Wednesday, April 26, 2017 Customer Experience in action through Artificial Intelligence. Published on: April 26, 2017. Author: Olivier Njamfa Winning and retaining customer loyalty is vital for every business.

Announcing Talkdesk AppConnect – The First Enterprise App Store


As we kick off our second Opentalk Summit today, Talkdesk has a lot to celebrate. Not only are we welcoming more than 1,000 customer heroes to San Francisco, we’ve also recently hosted our 100 millionth phone call.

HPE Software On How To Close The Loop & Drive Revenue Growth [Interview]

CustomerGauge is very excited to welcome back Dr. James Borderick, Head of Customer Experience Analytics at HPE Software, for the second part of our interview series with HPE Software. Last time, James sat down with us to discuss some NPS ® 101 – why HPE Software started using NPS, the challenges it faced, frequency of […]. The post HPE Software On How To Close The Loop & Drive Revenue Growth [Interview] appeared first on CustomerGauge.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

5 Top Customer Service Articles For the Week of April 24, 2017


Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Report: The Four Customer Experience Core Competencies (Free)

Experience Matters

If you are only going to read only one thing about customer experience, then this report is it. It’s the blueprint for building a customer-centric organization… and it’s free. We just published a Temkin Group report, The Four CX Core Competencies. This blueprint to building a customer-centric organization is an update to our groundbreaking research that was […].

Welcome Millennials To Your Organization Through Employee Journey Mapping


It is no secret that the workforce is changing; as more Millennials move into managerial roles, advancing in their careers, fueled by a need to succeed and to make a difference in this world. They crave for the opportunity to make the world or their community a better place to live. That desire to enhance the world around them may stem from social injustice or the need for more technological advancements or other driving forces.

ROI 23

2 Reasons to Analyze What Customers Say—Not Just What They Do


In my last post , I said listening to customers and capturing feedback across all channels is a crucial step to delivering great customer experiences in today’s omnichannel world.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?

Best Practices for Live Chat Support (Infographic)

Provide Support

There’s no question that live chat is getting huge as more and more businesses are adopting the tool to stay competitive in the industry.

Guest Blog: Why Does My Customer Service Team Need a Single Customer View?


This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken.

Why two real-life “digital” customer journeys prove you need to think omnichannel


“What is our DIGITAL CX score?” is a question I often get asked when working with companies to improve their website experience.